Skip to main content

CASE STUDY

Specialty MGA: ServiceNow CSM for Broker + Carrier Coordination

A specialty MGA (Managing General Agent) coordinated brokers + carriers on ServiceNow CSM. Submission-to-quote cycle compressed 41%.

May 9, 2026 · 2 min read · By admin
At a glance
41% CHANGE
Industry
BFSI
Topics
CSM · Servicenow
Published
May 2026
Headline outcome
41% Submission-to-quote: down 41%

Measured outcomes

What this programme actually delivered.

41%

Submission-to-quote: down 41%

+14

Bind rate: +14 percentage points

+34

Broker NPS: +34 points

The challenge

A specialty MGA brokered between thousands of producers and 14 carrier partners. Email-based submission coordination was the bottleneck on growth.

What we built

ServiceNow CSM with broker portal + carrier coordination workflows. Auto-routing based on risk type + appetite. Carrier-response tracking. Broker-facing visibility.

Outcomes

More from Case Study

View all case studies →
1 KEY METRIC
Case Study

Major Airport Authority — Operations Platform Modernization

A major airport authority unified IT, facilities, and stakeholder ops on ServiceNow — 92M passengers annually, zero ops outages.

Read →
7 months BEFORE 4.3 months AFTER
Case Study

Oncology Research Center — Clinical Trial Operations on ServiceNow

A leading US oncology research center modernized clinical trial ops — patient enrollment cycle time down 31%.

Read →
+21 KEY METRIC
Case Study

Major Museum Network — Visitor Experience + Operations Platform

A major museum network with 21 institutions unified visitor experience + operations on ServiceNow — 18M annual visitors.

Read →

Planning Your Next Initiative?

Whether you're modernizing an existing platform, implementing new capabilities, or exploring AI-driven transformation, Mergen's certified experts will help define the right roadmap, scope, and delivery approach for your business.

Book a Discovery Call